Don’t let the thought of altering IT service management (ITSM) operational procedures detract from the need to advance your ITSM strategy to address customer value. With the fourth industrial age well upon both enterprise and government, the IT strategy must address Information Technology Infrastructure Library 4 (ITIL 4) practices that contribute to an efficient digital experience for citizens and customers alike.

Whether it is a five year strategic planning process or the annual budgeting cycle, make sure your organisation has the customer experience and value proposition very well defined. ITIL 4 practices relevant to improving the customer experience should be quantified and a funding regime documented to invest in the most relevant digital architecture.

ITIL 4 practices focus on creating and driving stakeholder value; delivering high-velocity IT and supporting the digital experience of customers you want to deliver higher customer satisfaction (CSAT) scores. ITIL specialists, leaders, and strategists alike will need upskilling to direct the changes needed to engage relevant practices.

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Mark Unwin

About The Advisor

Mark Unwin

Mark Unwin is an IBRS advisor specialising in the areas of commercial contract negotiation and vendor management. Mark has a career spanning 25 years across Government, Defence, ICT, Telecommunications and Infrastructure, and in this time has developed innovative solutions to transition and transformation ICT contracts, including project management, effective negotiation and relationship management. Mark is adept at aligning ICT service providers using the ITIL service delivery model in particular encompassing service desk implementation, asset management, unified communications and collaboration, end-user computing, ERP systems design and implementation, and software deployment and licensing. Mark has negotiated software audits and licensing agreements for Microsoft, Adobe, Veritas, SAP and Oracle. Mark is CPA qualified and has supported CIOs and CFOs to justify ICT investment programs throughout his career.